Customer Experience Specialist – ADCB Abu Dhabi Commercial Bank

•To effectively create a positive experience for branch customers at every point of interaction, exemplifying excellent customer service to continuously enhance service levels within the branch network and guiding employees on the service floor to ensure that each employee provides the best service possible in line with the agreed standards

ACCOUNTABILITIES

Customer Experience performance and Quality

•Support the customer experience team to measure, define and implement a customer service excellence culture, behaviors and initiatives across the branch network in line with ADCB service standards

•Provide direct support, assistance and advice to branch network staff by ensuring ADCB standards and Our Promise are applied at the bank’s required levels in all internal and external customer interactions

Continuous Improvement

•Identify opportunities to contribute to the organisational and departmental change initiatives, programmes and projects taking into account best practice and standards in the business environment

•Support the customer experience team to ensure end-to-end realisation through tracking, implementation, and working closely with the bank wide team to deliver the best service practices

Self-Management

•Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance

Policies, Processes, Systems and Procedures

•Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders

Stakeholder Support

•Collaborate with business partners and the branch team to support the implementation of a world class service organisation and deliver service change programs that drive improvement in customer service, revenue growth, efficiency and other key performance measures

Customer Service

•Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions